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Harvard University IT Support Associate I in Cambridge, Massachusetts

61340BRAuto req ID:61340BRJob Code:403060 IT Support Associate I Department Office Location:USA - MA - Cambridge Business Title:ITSC Service Center Support TechnicianSub-Unit:------------ Salary Grade ( :054Time Status:Full-time Union:55 - Hvd Union Cler & Tech Workers Basic Qualifications:

  • BA/BS or equivalent experience of 1-2 years of technical support experience including at least two years of help desk experience.

  • Harvard IT Academy Core Certifications, including IT Infrastructure Library (ITIL) Foundations (to be completed within 12 months of starting)

  • Occasionally required to work outside of normal business hours, and may be called during off hours.

  • Must be able to individually lift and move computer equipment up to 50 pounds, and periodically up to 100 pounds with the assistance of others.

    Please note, failure to achieve the required certifications during the specified time frame will result in job loss.

    Additional Qualifications and Skills:

  • Must possess excellent written communication skills.

  • Experience working in a managed enterprise technology environment.

  • Experience working with video and audio-conferencing technology.

  • Knowledge of and experience working with video recording and editing tools.

  • Proactive problem-solving skills and ability to work under stress and time pressure.

  • Aptitude to learn, retain, and teach technical skills and institutional knowledge to junior staff.

  • Excellent oral communication and interpersonal skills with a strong dedication to customer service.

    The position will be scheduled from 1PM-9PM, Monday through Friday. The position will require flexibility and may need to work evenings and weekends regardless of standard schedule.

    Additional Information: Harvard University offers an outstanding benefits package including:

    • Time Off: 3-4 weeks paid vacation, paid holiday break, 12 paid sick days, 12+ paid holidays, and 3 paid personal days per year

    • Medical/Dental/Vision: Excellent and affordable medical, dental & vision plans, with coverage beginning as of an employee's start date

    • Retirement: University-funded retirement plan with full vesting after 3 years of service

    • Tuition Assistance & Reimbursement Programs: $40 per class at the Harvard Extension School, discounted options through participating Harvard graduate schools, and reimbursement options for accredited schools outside of Harvard.

    • Transportation: 50% discount on MBTA passes, as well as additional options (rideshare, biking, etc.) to assist employees in their daily commute.

    • Wellness & Professional Development: Programs and classes at little or no cost, including stress management, hard & soft skills development, career planning, massages, nutrition, meditation, and complimentary health services. Additionally, access to Harvard athletic facilities, libraries, campus events -- and many discounts for various cultural and leisure activities throughout metro Boston.

    HGSE is a diverse community of learners, teachers, and employees who are passionate about changing the world through education and striving for maximum impact in the field of education.

    HGSE Human Resources values diversity in all forms and believes that each employee brings a set of diverse experiences and identities to the workplace that makes us stronger, encourages innovation, and enhances our collective contributions. We continue to develop and support a workforce that reflects the diversity of those we serve; fosters an environment that allows everyone to belong and to bring their best self to work; and creates the conditions that empower employees to contribute their full potential to advancing the work of the school.

    We do this by:

  • Hiring and retaining staff reflecting the diversity of those we serve

  • Providing employees opportunities to learn, grow, and be challenged

  • Reviewing and ensuring fairness and equity in HR practices and policies including but not limited to hiring, promotion, and compensation

  • Developing strong relationships and partnerships internal and external to our community to advance diversity and inclusion

  • Communicating transparently and respectfully; and

  • Fostering an inclusive, respectful, and professional work environment

    About the Harvard Graduate School of Education

    Many choose to work at the Harvard Graduate School of Education because they believe in our mission and are excited by our vision for the future. We have a reputation as a great place to work, for our excellent leadership, and we are a strong community that values diversity. For more information about HGSE, its programs, research, and faculty, please visit:

    Department:GSE ITSPre-Employment Screening:Identity Schedule:35 hours per week

Monday-FridayJob Function:Information Technology Position Description:

  • Monitor incoming service channels and ticketing system and respond to customer requests in a timely manner.

  • Staff service desk and address walk-in customer needs in a timely, professional manner.

  • Takes ownership of customer issues from first contact assuring that the customer knows the person receiving their issue or request is dedicated to assisting them; further not letting the issue or request go until the customer has an answer, or until they are connected directly with the appropriate resource.

  • Provides knowledgeable technical support via the phone, walkup, remote tools, and escalating when appropriate.

  • Accurately records customer issues into the tracking system; maintains and updates support documentation to assist in information sharing within the team.

  • Build, configure, deploy, and maintain personal computing products including desktops, laptops, tablets, research workstations, and mobile devices.

  • Distribute, set-up, break-down, operate, and oversee the use of multimedia equipment including video recording and projection, audio reinforcement and recording, document cameras, data projection, computers, and additional multimedia equipment for lecture halls, classrooms, event spaces, and conference rooms.

  • Acts as an ally to all other members of the support team, by being approachable, sharing, and friendly, providing whatever aid they can to assure that customer issues are being addressed in timely and precise manner.

  • Proven ability to organize/coordinate workload independently among constant deadlines and shifting priorities.

  • Review existing processes, policies, knowledge assets and services for improvement opportunities, and work with management and senior peers to implement necessary changes.

  • Strong maturity, professionalism, and judgment; ability to complete most work with minimal supervision.

  • Occasionally required to work outside of normal business hours, and may be called during off hours.

  • Must be able to individually lift and move computer equipment up to 50 pounds, and periodically up to 100 pounds with the assistance of others

School/Unit:Harvard Graduate School of Education EEO Statement:We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.Working Conditions: HGSE is currently developing dynamic workplace models which will actively support a combination of on-campus and remote work (within a state in which Harvard is registered to do business) where business and operational needs allow. You and your manager will discuss the best schedule based on your role and operational need. If your role allows for remote work, please note that all remote work must be performed within a state in which Harvard is registered to do business (CA (Only Exempt), CT, GA, IL, MA, MD, ME, NH, NJ, NY, RI, VA, VT, and WA). Please also note that Harvard will withhold each applicable state’s required tax and other withholdings from your paycheck for the time you work there.

Harvard will require COVID vaccination for all Harvard community members who will have any on-campus presence. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement and exceptions may be found at the University’s “COVID-19 Vaccine Information” webpage: ( /.

We regret that the Harvard Graduate School of Education does not provide Visa sponsorship.

Job Summary: IT Service Center Support Technicians’ are the first tier of the Harvard Graduate School of Education (HGSE) Service Center support team. They provide technology support to the HGSE faculty, staff, and students primarily through our service desk, phone, email, and remote-support tools. Our Service Desk staff maintains a consistent focus on our customers’ by developing and demonstrating proficiency in our Service Mindset and Trusted Advisor competencies. They resolve customer service requests by providing timely, high-quality resolutions on first contact and refer those they cannot resolve quickly or remotely to other technology teams after ensuring they are properly documented and prioritized each request.

The ideal candidate will be an energetic quick learner with prior phone, remote, and in-person support experience, have solid technical skills and experience supporting both Microsoft and Apple personal computing environments, and demonstrate superior interpersonal and communication skills.

Commitment to Equity, Diversity, Inclusion, and Belonging:Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.Work Format:On-Site